Manager, IT Store Support

2 weeks ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia 7-Eleven Malaysia Sdn Bhd Full time

Objective of the Role:

The organization operates retail convenience stores nationwide. Reporting directly to the Head of IT, the IT Store Support Manager is responsible for:

  • Ensuring all IT systems and infrastructure in the stores operate as intended, in accordance with defined SLAs.
  • Managing IT installation and implementation of infrastructure and applications for new stores and refurbishments.
  • Suggesting improvement initiatives to enhance store operation efficiency and customer experience.

Responsibilities:

  • Monitor and manage incident tickets.
  • Supervise and lead team members to achieve productivity KPIs.
  • Motivate, coach, and inspire team members to maintain and improve system operations.
  • Collaborate with other IT teams to ensure timely resolution of store issues.
  • Manage support for all IT applications at stores, e.g., POS applications, Inventory modules, POS back-office applications, etc.
  • Manage support for all IT infrastructure at stores, e.g., internet, routers, handheld devices, POS and desktop hardware, etc.
  • Ensure documentation, procedures, and guidelines are up-to-date.
  • Provide hands-on support to resolve user problems when required.
  • Participate in departmental projects.
  • Act as a Change Agent in the Digital roadmap to maximize positive organizational impact.
  • Resolve conflicts and problems effectively.

Requirements:

  • At least a degree in Computer Science or equivalent.

  • Minimum 5 years in IT Service Management with cross-functional teams.

  • Ability to identify opportunities for transformation and drive changes to improve IT systems and processes in stores.

  • Proven experience managing IT Service Management, including Asset/Access Management, Incident/Problem Management, and End User Computing.
  • Experience with POS applications, handheld devices, printers, and other peripherals.
  • Strong stakeholder and internal communication skills.
  • Excellent written and verbal communication skills.

  • Solid organizational skills, including attention to detail and multitasking.

  • Willing to be hands-on to resolve critical tickets when required.

  • Eager to understand and develop expertise on all store systems.
  • Strong stakeholder and internal communication skills.
  • Excellent organizational skills with attention to detail and ability to multitask.
  • Good time management, scheduling, analytical, and problem-solving skills.
  • Proactive in driving desired outcomes.
  • Ability to work independently and as part of a team.
  • Effective written and verbal communication skills.

  • Proactive in following up on incident tickets to ensure SLA compliance.

  • ITSM certification is an advantage.

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